{"id":28421,"date":"2024-04-12T10:03:42","date_gmt":"2024-04-12T09:03:42","guid":{"rendered":"\/gb\/en\/blog\/?p=28421"},"modified":"2024-04-12T10:04:26","modified_gmt":"2024-04-12T09:04:26","slug":"ringcx-ai-quality-management","status":"publish","type":"post","link":"\/gb\/en\/blog\/ringcx-ai-quality-management\/","title":{"rendered":"Making AI Quality Management a Reality for Any Sized Business With RingCX"},"content":{"rendered":"

No business wants to operate in the dark. However, without a complete understanding of the customer experience, poor customer sentiment and agent behaviours can go unnoticed. Supervisors do their best to evaluate agent performance, but manually reviewing every call is not feasible. Instead, they typically only review a very small amount of calls per day.<\/p>\n

The impact? An incomplete view of agent performance, and ultimately customer satisfaction. Suppose an agent handles 100 calls per day. Ninety-nine of those calls were resolved in line with customer and company expectations. However, one call was from a customer that had called multiple times to solve the same problem and was already frustrated before connecting with the agent. While the agent did their best to help the customer, she was put in a no-win situation with the customer. No matter how well she performed, there was no way the customer was going to be satisfied.<\/p>\n

What if that was the one call Anne\u2019s supervisor, Brielle, was able to review? With that limited view into Anne\u2019s performance, Brielle may give Anne a poor review, put her in a remedial training program that she doesn\u2019t need, or worse.<\/p>\n

This is one type of problem\u00a0AI Quality Management<\/a> was built to solve. With the scale to review and automatically score every interaction, it provides a complete view of agent performance. However, the challenge with traditional quality management solutions was that it was designed for large enterprises with thousands of agents and large budgets in order to deploy. Enter RingSense AI Quality Management \u2014 democratising quality management for everyone.<\/p>\n

A streamlined approach to quality management<\/h2>\n

RingSense was designed to make AI Quality Management a reality for any sized business. Available for all\u00a0RingCX<\/a>\u00a0customers,\u00a0RingSense AI Quality Management<\/a><\/strong>\u00a0is out-of-the-box AI that is instantly deployable, automatically scoring 100% of calls.<\/p>\n

\"Blog-RingSense-QM-961\"<\/p>\n<\/picture>\n

AI Quality Management automates the scoring of every call, so agents can instantly understand their performance. Supervisors can streamline their review process by focusing on calls below a specific score (for example, anything below a 7 out of 10) or using the call review workflow to focus on specific sets of calls where certain keywords appear and analyse the customer experience at scale, ensuring positive customer experiences that improve over time.<\/p>\n

With AI Coach, agents receive actionable feedback on soft skills such as keeping their composure during difficult situations, asking engaging questions and using active listening. Supervisors can also provide time-based annotations to pinpoint specific segments of calls where issues occur.<\/p>\n

Learn more about AI Quality Management at\u00a0https:\/\/www.ringcentral.com\/ringcx\/workforce-engagement-management.html<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

No business wants to operate in the dark. However, without a complete understanding of the customer experience, poor customer sentiment and agent behaviours can go unnoticed. Supervisors do their best … Read more “Making AI Quality Management a Reality for Any Sized Business With RingCX”<\/span><\/a><\/p>\n","protected":false},"author":249,"featured_media":28426,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[14,3],"tags":[157],"acf":[],"yoast_head":"\nMaking AI Quality Management a Reality for Any Sized Business With RingCX | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"The challenge with traditional quality management tools is that they're designed for large enterprises. Enter RingSense AI Quality Management.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/blog\/ringcx-ai-quality-management\/\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Bryan Peddie\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Making AI Quality Management a Reality for Any Sized Business With RingCX | RingCentral UK Blog","description":"The challenge with traditional quality management tools is that they're designed for large enterprises. 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